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The Mission Statement of HospitalityEducators.com Apr 24, 2013: HospitalityEducators.com has become the #1 independent website for both branded and independent hotel owners and managers, with more than 1600 resources available to members.

Service Strategies #76-95 Apr 17, 2013: More in the series of ideas from a wide range of successes in delivering outstanding customer service!

Story Highlights

Although guests won’t complain about small annoyances, they are enough to ensure those guests don’t come back to your hotel.
Offer complimentary bottled water in guestrooms to avoid angry guests seeking it out.
One of the biggest turnoffs to guests is not having enough outlets to charge all their devices.

What Steve Jobs Learned From The Ritz-Carlton Apr 14, 2013: Forbes Contributor Carmine Gallo explains what the Ritz-Carlton and Apple stores have in common.

Empower Your Well-selected Leaders Apr 9, 2013: Hospitality from the Heart

16 Hotels That Are Worth Checking Into For Their Restaurants Alone Mar 17, 2013: 16 Hotels That Are Worth Checking Into For Their Restaurants Alone

This is the fifth post of an eight-part series called "Travel In Style." This series offers in-depth solutions for on-the-go business travelers, all with an eye to design and luxury.

Apple's 5 Steps Of Service Feb 26, 2013: Forbes contributor Carmine Gallo goes through Apple's 5 steps of service.

Hospitality Tip of the Week: Customer Service - ''Wendy Story" Feb 18, 2013: A true story about Customer Service A HospitalityEducators.com Resource

Thinking Differently in Hospitality Feb 17, 2013: Re-Printed with permission of Robert J Nyman & Hotel interactive

the importance of brands in creating value Feb 15, 2013: Prof Richard Kerley of Queen Margaret University, and is a visiting Professor to HTMi. In this interview with HTMi's Anthony Lack, Prof Kerley talks about the importance of brands in creating value within the hospitality Industry. Well worth watching this five star brand interview.

We are in the experience-creating business Feb 13, 2013: Everyone agrees it’s important to focus on RevPar growth, penetration and bottom line improvement. “No brainers,” of course. But what do we focus on to achieve those improvements? How do we do this? Is re-flagging or going independent the answer? Hire a consultant? New management? Proactive local sales calls? Form new marketing alliances? New guest tracking?
Maybe all we need to focus on is adding new facilities and amenities, e.g., high speed Internet access? fitness rooms? business centers?
HOSPITALITYEDUCATORS.COM FACULTY MEMBER DAVID BRUDNEY HAS GENEROUSLY AGREED TO SHARE SOME OF HIS EARLIER COLUMNS THAT GENERATED READER FEEDBACK AND INTEREST

Apple's Secret Employee Training Manual Reinvents Customer Service in Seven Ways Feb 7, 2013: After spending one year of research into every aspect of the Apple Retail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak information that can teach all of us a lot about running a successful business, communicating brand messages effectively, and enhancing the customer experience.

One such piece was recently leaked and posted on the tech site, Gizmodo. The title, How To Be a Genius: This is Apple’s Secret Employee Training Manual. According to Gizmodo Senior Staff Writer, Sam Biddle, “We read Apple’s secret Genius training manual from cover to cover. It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying—you’ve never seen anything like it.” This description alone should teach you a lot. It reinforces the fact that nothing at the Apple Store is taken for granted. From the way you are greeted when you walk into the store to the way Genius Bar experts (technical/troubleshooting specialists) communicate with agitated customers, Apple carefully considers the experience its customers have at every touch-point.